Quality Assurance Specialist

Empower Excellence. Inspire Growth. Deliver with Purpose.

Every interaction is an opportunity to elevate the customer experience. By staying sharp, supportive, and solution-focused, you’re not just checking boxes — you’re building trust, inspiring growth, and shaping excellence. Keep leading with clarity, empathy, and purpose — because quality isn’t a task, it’s a mindset.

Tasks & Responsibilities :

• Evaluate call, chat, and email interactions by assessing agents' use of scripts, product knowledge, service effectiveness, greetings, speech clarity, active listening, professional etiquette, objection handling, efficiency, and courteous call closures;
• Support the development of contact centre agents by delivering coaching, training, and guidance in collaboration with the Team Leader;
• Analyse quality and performance data to identify trends and recommend actionable improvements;
• Manage quality assurance activities, including monitoring communications, conducting evaluations, and ensuring calibration consistency;
• Provide feedback to leadership through contact reviews and participation in support sessions;
• Ensure the team stays informed about current processes, procedures, and technical documentation relevant to the department.

Requirements

Benefits